Terms and Conditions

Unlokie d.o.o.
Last updated: August 26, 2026

These Terms & Conditions ("Terms") form a legally binding agreement between Unlokie d.o.o. ("Unlokie", "we", "us", "our") and you ("you", "user").

They govern:

• your Unlokie account;
• your use of the Unlokie iOS and Android mobile application (the "App");
• your rental of sports equipment provided by Unlokie (the "Equipment") from Unlokie smart locker stations and compartments (each a "Locker Station");

together, the "Services".

By creating an account, you confirm that you have read, understood, and agree to these Terms. If you do not agree, you must not create an account and you must not rent Equipment. You can browse the map in the App without an account, and nothing in these Terms binds you until you create an account or rent Equipment.

1. Company Information

Provider: Unlokie d.o.o.
Registered office: Rožmanići 23B, 51221 Kostrena, Croatia
Registered with: Trgovački sud u Rijeci, registration number (MBS) 040490510
OIB (tax number): 87513636162
Telephone: +385 91 945 6128
Support: [email protected]
Privacy: [email protected]
Website: unlokie.com

You can also write to us by post at the registered office above. Section 15.4 explains how we handle complaints.

2. Eligibility and Account

2.1 Age Requirement

The Services are available only to users aged 18 or older.

2.2 Account Information

You must provide accurate, complete, and current information and keep it updated.

2.3 Account Security

You are responsible for all activity under your account and must keep your credentials confidential.

2.4 Unauthorized Use

If you suspect unauthorized access or misuse, notify us without delay at [email protected].

3. Scope of Service

3.1 Short-Term Rental

Unlokie provides short-term rental of Equipment kept in Locker Station compartments. Locker Stations are used to hand out and take back Unlokie Equipment.

3.2 Availability

Equipment is available on a first come, first served basis. You cannot reserve Equipment in advance.

4. Rental Sessions and Returns

4.1 How a Rental Runs

Before you unlock, the App shows you the hourly rate for that Locker Station, the maximum charge for the rental, the amount we hold on your card, the 24 hour limit and the non-return fee in Section 4.4. A rental starts when you confirm the payment and the compartment unlocks. It ends when you return the Equipment and the return is confirmed under Section 4.3.

There is no fixed session limit and no return deadline other than the 24 hour limit in Section 4.4. You keep the Equipment for as long as you need it and you pay for the time you use, as described in Section 5.

4.2 Notifications

We may send reminders while a rental is running, and a final warning about two hours before the 24 hour limit in Section 4.4, naming the fee and its amount. If a message does not reach you, for example because notifications are off on your device or your device is offline, the prices and limits in these Terms and in the App still apply.

4.3 Valid Return

A return is completed only when all of the following are true:

• the Equipment is placed correctly in the compartment assigned to you; and
• the compartment is closed; and
• you take the return photograph the App asks for; and
• our system confirms the return.

The return photograph is checked automatically. If the check does not confirm the return, the App asks you to take the photograph again.

If the fault is ours, for example the check returns a broken result, we accept the return after three attempts rather than leave you unable to finish. If the check cannot run at all, the App asks you to try again, our team is alerted, and you can email [email protected] so we can close the rental for you. If the check keeps showing that the Equipment is not in the compartment, the rental stays open and Section 4.4 still applies, so tell us in the App or email [email protected] and a member of our team will review it and can close the rental.

The clock stops when the compartment closes, not when the check finishes. You are not charged for verification time.

Our Privacy Policy explains what happens to the photographs and how the automated check works.

4.4 Equipment Not Returned Within 24 Hours

If a rental is still open 24 hours after it started, we treat the Equipment as not returned. At that point, automatically and without anyone at Unlokie looking at it first:

• the rental is ended and we take payment for the time used, up to the maximum for that rental;
• a non-return fee of EUR 50 becomes due, as set out in Section 7.6;
• your account is restricted. You can still sign in, but until the fee is settled or we cancel it the App shows you only the fee, what it is for and when it arose, with the options to pay it, contact us or sign out. You cannot start a new rental.

A member of our team reviews every case afterwards. We cancel the fee and lift the restriction where the Equipment was in fact returned, where the Locker Station was at fault, or where the case is otherwise wrong. You do not have to wait for us: contact [email protected] and ask for the case to be reviewed. If the warning in Section 4.2 never reached you, tell us, and we take that into account.

4.5 If Something Goes Wrong With a Rental

If a rental did not work as it should, for example a locker, door or signal problem, a return you could not complete, or a charge that looks wrong, tell us. While the rental is still running, open it in the App and use "Pricing and support". Once a rental has ended, email [email protected] with the date and the Locker Station. We will investigate.

Where the fault was ours, we end the rental at the time you tried to return the Equipment and we do not charge you for the time after that. Where the fault prevented you from returning at all, we do not apply the fee in Section 4.4.

5. Payments, Pricing, and Billing

5.1 How Pricing Works

Each Locker Station has an hourly rate. The rate, and everything below, is shown in the App before you unlock.

• Minimum charge. The first hour is charged in full, even if you return sooner.
• After the first hour, time is charged in blocks of 30 minutes. A block that has started is charged in full.
• Maximum per rental. Every rental has a maximum. Once you reach it, charging stops and the rental costs no more, however long you keep the Equipment, up to the 24 hour limit in Section 4.4.

Prices vary by Locker Station. The price shown in the App is the total price for the rental. We do not add booking fees, service fees or any other charge to it.

5.2 Payment Processor and Invoicing

Payments are processed by Stripe. Unlokie never receives or stores your full card number.

We are required to issue a fiscalized invoice for every charge. We do this through Solo, a Croatian invoicing provider, and your first and last name appear on the invoice.

5.3 Authorization to Charge

You authorize us to charge your selected payment method for:

• the rental charge calculated under Section 5.1, which already includes any taxes that apply;
• the non-return fee under Sections 4.4 and 7.6;
• a fee under Section 7.6 for damage we have confirmed after review.

5.4 Receipts

We email you the fiscal invoice for each charge, as a PDF attachment.

5.5 Failed Payment

If a payment fails, we may block new rentals until the outstanding amount is settled.

5.6 Refunds

Once a rental has started, the charge for time you have actually used is not refundable.

This does not affect your rights when the service was not delivered as it should have been. If a Locker Station, the App or our system fails and that affects your rental, we will not charge you for the affected period, and we refund what we should not have taken. Section 4.5 explains how to tell us. Your right to withdraw under Section 11A is unaffected.

5.7 Payment Method Obligations

You must keep a valid payment method linked to your account while using the Services. If none is available, we may block new rentals until you update it and settle anything outstanding.

5.8 Pre-Authorization Holds

Before every rental, we place a hold on your payment method for the maximum charge for that rental, not for the amount we expect you to pay. The exact hold amount is shown in the App before you confirm.

A hold is not a charge. When the rental ends we take only the amount you actually owe under Section 5.1. Your bank or card issuer releases the rest, on its own timeline.

6. Locker Station Compartment Rules

6.1 Allowed Items

Only the Unlokie Equipment you rented may be placed in the compartment assigned to you.

6.2 Prohibited Conduct

You must not:

• store personal belongings;
• store third-party equipment;
• leave trash, liquids, or other objects;
• tamper with compartments, locks, sensors, or station hardware.

6.3 Consequences

If you break these rules, we may end your rental and suspend or terminate your account. Where the Equipment or the compartment is damaged, we may also open a case and, after the review in Section 7.3, charge the fee in Section 7.6.

7. Equipment Condition, Damage, Loss, and Evidence

7.1 Duty of Care

You must use Equipment responsibly, safely, within your ability, and in line with the instructions in the App and at the Locker Station.

7.2 Pre-Use Check

Check the Equipment before you use it. If something is already damaged, report it in the App using the report option the App shows at the start of the rental. That option is open only for a few minutes, so report it straight away. Reporting protects you from being charged for damage that was already there. If you keep using clearly damaged Equipment without reporting it, you may be responsible for further damage.

7.3 How We Decide

A damage charge is never applied automatically. A member of our team looks at the evidence and decides.

The non-return fee works differently. It is opened automatically when a rental passes the 24 hour limit in Section 4.4, and your account is restricted at the same moment, before anyone at Unlokie has looked at it. A person reviews it afterwards, and you can ask for that review at any time.

7.4 Evidence Sources

A review may include:

• rental logs, including timestamps and the Locker Station's open, close and access signals;
• the photographs taken in the App before, during and at the end of a rental.

7.5 Notice and Your Response

This Section states what we undertake to do.

For a damage charge, we notify you of the proposed amount and give you a summary of the main evidence before we charge you. You have 5 calendar days from that notice to respond, and we do not charge you before that period ends. If you respond, we reply in writing within 15 days.

For the non-return fee, this notice period does not apply. The fee is opened automatically at the 24 hour limit, as described in Section 4.4. You can settle it in the App, or ask us to review it first by writing to [email protected].

7.6 Amounts

There is one charge under this Section, and it is the same amount in both cases: a fixed fee of EUR 50. It applies where:

• (a) Equipment is not returned, as described in Section 4.4; or
• (b) we confirm, after the review in Section 7.3, damage beyond normal wear and tear.

We do not charge repair invoices, replacement values, cleaning costs or any other amount above this fee for a single rental. If our actual cost is lower than EUR 50, or if you show that the damage or the failure to return was not your fault, we reduce or cancel the fee.

We do not charge this fee to your card automatically. Either you pay it in the App, or a member of our team charges your saved payment method after the review in Section 7.3.

We may charge this fee up to 60 calendar days after the rental ended, and we do not charge it after that. If a case is still open once those 60 days have passed, write to [email protected] and we will close it and lift any restriction that goes with it.

Paying this amount does not end your obligation to return the Equipment. The Equipment remains our property at all times. If you still have it, you must still return it, and we may still ask you for it, whether or not you have paid. Nothing in this Section means you may keep the Equipment in exchange for the EUR 50. If you return it after paying, we refund the EUR 50 less our actual loss up to that point.

7.7 If You Think a Charge Is Wrong

Tell us. Write to [email protected], or use the complaint route in Section 15.4. Please tell us as soon as you can, because the sooner you do, the easier it is for us to check the records, but there is no deadline and a late message does not cost you any right.

We reply in writing within 15 days. While we are reviewing a charge under this Section, we do not take it from your card. If the review shows the charge or the restriction was wrong, we cancel or refund it within 14 days and lift the restriction on your account.

You can also raise the matter with your card issuer or bank.

7.8 Human Review of an Automated Decision

Two decisions in these Terms are made by our systems with no person involved: whether the automated check confirms your return under Section 4.3, and what happens at the 24 hour limit under Section 4.4. For either of those decisions you have the right to have a person at Unlokie review it. You can tell us your side of it and challenge the outcome, and we will look at the rental records, the photographs and anything you send us. This is a right, not a favour, and using it costs you nothing. Ask for a review in the App, or by email to [email protected]. We reply to you in writing within 15 days, as Section 15.4 requires. We do not charge the fee to your card while a review is open. It is for us to show that the Equipment was not returned, not for you to show that it was.

8. Service Availability and Maintenance

Locker Station and Equipment availability may be limited by maintenance, connectivity, weather, vandalism, force majeure, or operational constraints. Where we can, we show the current status in the App.

9. Acceptable Use and Prohibited Conduct

You must not:

• use the Services unlawfully;
• interfere with the operation of a Locker Station or the App;
• attempt forced entry, bypass, or manipulation of controls;
• reverse engineer, decompile, or abuse system logic, except where mandatory law permits;
• create fraudulent rentals or abuse the pricing rules;
• harass our staff or misuse our support channels.

We may suspend or terminate accounts for prohibited conduct.

9.1 App License and Intellectual Property

Subject to these Terms, Unlokie grants you a limited, personal, non-exclusive, non-transferable, and revocable license to use the App solely for lawful use of the Services.

All rights, title, and interest in the App, Locker Station software, trademarks, content, and related intellectual property remain with Unlokie or its licensors.

10. Third-Party Services

The Services rely on third parties, including our payment, invoicing, authentication and mapping providers. The last step of the automated return check under Section 4.3 is performed by an image model at Alibaba Cloud, Model Studio. Our Privacy Policy explains what each provider receives and where they process data.

Your use of a third party's own service may be subject to that party's own terms. Unlokie is not responsible for outages or disruptions at a third party that are beyond our control, except that Sections 4.3 and 4.5 still apply if the automated return check is unavailable.

11. Consumer Rights, Warranties, and Service Disclaimer

11.1 Mandatory Rights Preserved

Nothing in these Terms limits mandatory rights under applicable EU and Croatian consumer law.

11.2 As-Available Service

To the extent permitted by law, the Services are provided on an "as available" basis. We do not guarantee uninterrupted operation.

11A. Your Right to Withdraw

11A.1 Your Account

You have the right to withdraw from your agreement with us for the Unlokie account within 14 days, without giving a reason. The 14 days run from the day you create the account.

Creating and holding an account is free, so there is nothing to refund. Withdrawing closes your account. Rentals you have already taken are separate contracts, and Section 11A.2 applies to them.

To withdraw, tell us clearly that you are withdrawing. You can email [email protected], write to the address in Section 1, or use the model form in Section 11A.3. You do not have to use the form. To meet the deadline it is enough to send us your withdrawal before the 14 days are up. We confirm that we have received it.

You can also close your account at any time, as described in Section 13.1.

11A.2 Individual Rentals

Each rental is a separate contract for a service, and you have 14 days to withdraw from it.

Renting Equipment from a locker has no set date and no set period of performance, so the exemption for leisure services booked for a specific date does not apply to us. You have a withdrawal right for every rental.

By confirming the payment and unlocking the compartment under these Terms, you ask us to begin that rental immediately, before the 14 day period ends, and you agree that you lose your right to withdraw from that rental once it has been fully performed, which is when you have returned the Equipment and the return is confirmed under Section 4.3.

If you withdraw from a rental while it is still running, we end it. You pay for the time you used up to the moment you tell us, calculated under Section 5.1, and nothing more.

Withdrawing does not change your obligation to return the Equipment. Return it to the compartment as you normally would, and Section 4.4 still applies if you do not return it at all.

To withdraw from a rental, tell us in the App, email [email protected], or use the model form below.

11A.3 Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To: Unlokie d.o.o., Rožmanići 23B, 51221 Kostrena, Croatia. Email: [email protected]

I hereby give notice that I withdraw from my contract for the supply of the following service:

Service:
Ordered on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:

12. Liability

12.1 What This Section Does Not Limit

Nothing in these Terms excludes or limits our liability for:

• death or personal injury resulting from any act or omission of ours, or of anyone acting for us;
• damage caused intentionally or by gross negligence;
• liability for defective products under applicable product liability law;
• any liability the law imposes on us without fault, including liability for damage from a dangerous thing or a dangerous activity;
• liability for damage caused by our processing of your personal data;
• any other liability that cannot lawfully be excluded or limited.

12.2 Indirect Damage

We are liable for loss that we could reasonably have foreseen, when the contract was made, as a possible consequence of the failure in question, taking account of the facts known to us at that time. Nothing in this Section limits any liability listed in Section 12.1.

12.3 Liability Cap

Subject to Section 12.1, our liability for any one event is limited to EUR 1,000.00. This limit applies to each event separately. It does not cap the total of separate claims, and it does not depend on how much you have paid us.

13. Suspension and Termination

13.1 By You

You may stop using the Services at any time. You can delete your account in the App, or ask us to delete it as described on our Account Deletion page and in our Privacy Policy. If a rental is still running, a return is still open, a payment is still in progress, or a fee under Section 7.6 is still open, we may need to close that first.

13.2 By Unlokie

We can suspend your access, so that you cannot start a new rental, if you:

• breach these Terms;
• fail to pay an amount that is due;
• create a fraud, security or safety risk;
• misuse a Locker Station, a compartment, or Equipment;
• give us legal or regulatory grounds for restriction.

When we suspend you we tell you, in writing, which of these grounds applies and what we relied on.

We can close your account permanently and immediately, without notice, only where you have committed fraud, tampered with or forced Locker Station hardware, or created a risk to the safety of people.

In every other case we close your account permanently only after 14 calendar days' written notice saying which ground applies, what we relied on, and what you can do to put it right. If you put it right within those 14 days, we do not close the account. Your account may stay suspended during those 14 days.

13.2a If You Disagree

If you think a suspension or a closure is wrong, tell us at [email protected]. A member of our team who was not involved in the original decision will review it, and we reply in writing within 15 days. Closing your account does not cancel anything we owe you, and we release any pre-authorisation hold. It does not end a dispute you have already raised about a charge, it does not affect your right to complain under Section 15.4, and it does not affect your right to go to court.

13.3 Effect of Termination

Upon termination, your right to use the Services ends. Payment obligations and the clauses that should survive, including the liability, dispute and governing law clauses, remain in force.

14. Changes to Terms

We may change these Terms for one of the following reasons:

• a change in the law, or in a decision of a court or a regulator;
• a change in how the Services work, or a new feature;
• a change in our costs, in the price of Equipment, or in what our providers charge us;
• correcting an error, or making the Terms clearer.

If a change materially affects your rights or obligations, we will tell you by email and in the App at least 30 days before it takes effect, and we will tell you what is changing and when.

If you do not accept the change, you can close your account before the effective date at no cost. You do not have to do anything else, and closing your account for this reason costs you nothing.

If you keep using the Services after the effective date, the updated Terms apply to you.

15. Governing Law and Dispute Resolution

15.1 Governing Law

These Terms are governed by Croatian law. If you are a consumer in the EU, the EEA or Switzerland, the mandatory consumer protections of your country of habitual residence continue to apply where the law requires it.

15.2 Jurisdiction

Where the EU or Lugano consumer rules apply, you can bring a claim against us in the courts where you live or in Croatia, and we can bring one against you only where you live.

15.3 Talk to Us First

Before formal proceedings, contact [email protected] so we can try to resolve the issue quickly. This is not a condition of your right to complain, to use the route in Section 15.4, or to go to court.

15.4 Complaints

You can send us a written complaint:

• by email to [email protected];
• by post to Unlokie d.o.o., Rožmanići 23B, 51221 Kostrena, Croatia.

We confirm that we have received your complaint, and we reply to you in writing within 15 days of receiving it, as Croatian consumer law requires.

15.5 Out-of-Court Dispute Resolution

We are not committed to resolving consumer disputes through any out-of-court dispute resolution body, and no law obliges us to be. Bodies for the alternative resolution of consumer disputes exist in Croatia even so, and you can use them. If you are not satisfied with our reply to a complaint under Section 15.4, you can refer the dispute to one of the mediation bodies notified in Croatia. The ones with general competence for a dispute like yours are:

• Centar za mirenje pri Hrvatskoj gospodarskoj komori, Rooseveltov trg 2, 10000 Zagreb, hgk.hr/centar-za-mirenje
• Centar za mirenje pri Hrvatskoj udruzi za medijaciju, Kneza Mislava 12, 10000 Zagreb
• Profi Test d.o.o., Centar za mirenje "Medijator", Petra Hektorovića 2, 43000 Bjelovar

You start the procedure. Mediation is voluntary for both sides, so because we are not committed to any of these bodies we are not obliged to take part. Our written reply to your complaint will tell you whether we will take part in your case. The European Commission's online dispute resolution (ODR) platform closed on 20 July 2025 and no longer operates. You can take a dispute to court at any time.

16. Entire Agreement

These Terms, together with the Privacy Policy, the Cookie Policy, and the information the App shows you before you unlock a compartment, including the hourly rate, the maximum for the rental, the hold amount, the 24 hour limit and the non-return fee, form the whole agreement for consumer use of the Services.